Download - Compliant Handling
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Handling Guest Complaints
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A problem solved on time will definitely bring the guest back
Make it easy for the guest to express his concerns
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There can be 4 types of complaints
Mechanical
Attitudinal
Service related
unusual
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The basic rules
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Not listening will not solve the problem
Always!
Listen with empathy
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Give your undivided attention
Lack of attention will anger the
Guest even more
Maintain eye contact
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Stay calm !
Never…Get aggressive
or flusteredor pick up a fight with the
Guest
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Apologize
Express Regret
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Offer solutions
Never make a promise which you don’t have authority to keep
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Inform the guesthow much time
it may take to resolve the problem
Try to resolve the problem immediately…
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Act on the problem
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Monitor progress
of the situation
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Follow upAnd
check to ensure whether the guest
is satisfied with the solution
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Remember !......!.....!
Some guest are never satisfied, don’t let them effect you
If problem cannot be solved ,admit it
If the guest is very angry don’t try to resolve the problem alone